Lise C.

I had booked a room through booking.com December 8 for the night of January 10 (for my sons hockey tournament). I was driving to the town when a lady from booking.com phoned me on my cell phone. She said the hotel was overbooked and asked if they could they move me to another hotel. I told her I didn't care where I stayed but it better have a pool because I had promised the kids a pool for a month now. She said she would find out and put me on hold for what seemed forever. So at this point I am on hold forever driving and talking on a phone which is illegal, it was snowing, the unfamiliar roads were twisting and turning and I just didn't feel safe driving while on the phone so I hung up. I was expecting her to call back and when she didn't figured they must have figured it out amongst them. When I got to the hotel they said booking.com had cancelled the reservation. Luckily they got me another room but it was not what I had reserved (two queen beds). I knew someone else at the same hotel that had the same thing happen to them.
When the lady called me it was 6 hours to check-in. Completely ridiculous! I would like to know how it is a hotel gets overbooked in the first place, who's fault it actually is, and how they decide which people lose their reservation. Is it the booking.com customers? Sure doesn't make me feel confident to book through them again.